Shipping Policy

SHIPPING AND DELIVERY


 1.- PROCESSING TIME:

Orders usually ship the following business day, weekends and holidays will affect our guaranteed delivery time based on specific delivery service requested.

Keep in mind that we don't ship on weekends.


2.- GENERAL INFORMATION:

  • Please verify your delivery address in order to prevent delays due to common errors on spelling, Apt #, suite # or invalid line entries. Once package has departed our facility, we cannot make changes to the address.
  • If tracking states "Delivered" and you cannot locate your package, we will follow courier protocols to report and file a claim under the assigned tracking number.
  • Lost package claim investigations could take a few days, once we receive the final status from courier and lost package is confirmed, we will issue a refund or replacement whichever is more convenient.
  • If a package is returned to sender due to an error on address or any other circumstances, we will issue a refund minus the original cost of shipping.
  • In certain residential addresses a package delivered by USPS might be assigned to a parcel locker if package does not fit in your mailbox. Parcel Lockers are located at your community mail boxes. You would find a key in your mailbox with locker number to retrieve your package.
  • Estimated delivery date is displayed during checkout and is based on your shipping address. Monday through Friday delivery only.
  • Military: This is the only shipping option available for APO, FPO, or DPO military mailing addresses. Delivery date is displayed during checkout. Monday through Friday delivery only.
  • Expect your package to arrive with the following dimensions (measurements are in inches)

         1 to 4 Moringa Jars (14,5x19x5)

         1 to 3 Moringa Loose Leaf pouches (14,5x19x5)

Other combinations will be packed accordingly up to 32 pounds per case and additional packages if necessary.


3.- DOMESTIC SHIPPING:

  • Shipping Timeframe

Shipment transit time is approximated based on courier history. However, there may be certain delays that might take additional time for package to arrive such as: weather, truck delays, invalid addresses, high volume of orders. 

We work hard to ensure packages are processed the following business day and depart our facility when courier pick up arrives.

  • Expedited paid shipping 

Please note that expedited orders received today will be processed the following business day.

Please take into consideration that we do not ship on weekends and transit time is accounted only for business days:

  • If you placed your order on a Friday, Saturday or Sunday (Your Selected shipping service 1-Day) Package will depart on Monday and be delivered on Tuesday.
  • If you placed your order on a Thursday (Your Delivery time indicates 1-Day) Package will depart on Friday and delivery may take place on Saturday (Residential Address) or Monday (Residential or business address).
  • If You placed your order on Monday (Your selected Shipping Service-1 Day, 3 Day, UPS 2nd day, UPS 3 Day) your order will depart on Tuesday.
  • Returns

All Items returned to shipper are subject for refund minus original cost of shipping and restocking Fees.  Please refer to our policy for each specific scenario. Customer is responsible for returning unwanted items. 

 To Cancel an order

Regrettably we are unable to cancel your order from our customer service department.  Once your order has entered into our shipping process it cannot be modified or cancelled.

Currently your order might be in transit to the address provided at checkout.

In order to receive a refund, you may return the package on its original condition to our shipping department.

Once the package arrives in return, we will process a refund minus the original cost of shipping and restocking fees applicable to your order.

Returns must be made to:

OKU Nutrition Shipping Office

2135 NW 115th Avenue. 

Miami, FL 33172

Please ensure to include your order number in order to expedite the process.

Thank you for your understanding.


  • USPS Claims

If tracking does not indicate movement or change of status after several days, we must allow up to 15 days to start a claim after package departed our facility.

If tracking indicates delivered and you did not receive your package, we will initiate a claim with USPS following their policy 15 days after package departed our facility.

Once we receive confirmation of lost package from USPS we will proceed with replacement or refund.

Please take into consideration that if there was an address problem with your shipping information, we are not responsible for lost packages.

  • UPS Claims

We can initiate a claim if tracking indicates any exceptions, please follow instruction on tracking as in certain cases packages might be available for pick up at UPS access points in your neighborhood. Or they might require additional information.


4- ORDERS WITH HIGH RISK:

In certain cases, our system might indicate your order has a potential fraud alert.

You will receive an email to confirm the following.

  1. Picture ID matching the payment method
  2. Picture of credit card matching your ID (Hiding the first digits, just showing the last 4 numbers for us to validate your name and credit card #).
  3. Provide a screenshot of email confirmation send to you when you placed the order.

We understand this is a very personal information and we respect your privacy.

The ultimate goal is to protect your identity and prevent any fraudulent transactions.

If no answer is received on your behalf, we will refund your order approximately 5 Days of email notification.

 

5- INTERNACIONAL SHIPPING:

 Currently we only ship within the US. We hope to expand our shipping capabilities very soon. Thank you for your understanding.


6.-DISCLAIMER:

OKU Nutrition is not responsible for deliveries made to:

  • Freight Forward companies with Door to Door Service to other countries: 

When you live in another country and forward your order to a business in which you will not be present to receive the package, you are at risk of package being misplaced or not notified upon arrival.

If tracking indicates package was “Delivered” we are not responsible for lost or misplaced packages.

  • Second- or Third-Party Shipments: Receiver’s name is not the same as the buyer

When placing an order to be delivered to an address that you will not be present or you have asked someone to receive the package for you using their name.

If tracking indicates package was “Delivered” we are not responsible for lost or misplaced packages.

  • Commercial Addresses

When placing an order to be delivered to a commercial address, your package might be received by another person working or performing other task on site.  Therefore, we are not responsible for loss of misplaced packages.

  • Hotels / Vacation / Temporary Visits

When placing orders to hotels we suggest to contact them before you place the order to ensure they will be able to receive and notify you.   We are not responsible for delays in transit as they may occur in certain scenarios.

  • Address Problems

Please ensure you provide an accurate address for delivery before checking out.  We are not responsible for missing data such as:

Apt, Unit, Suite number, misspelled Street or Avenues, Incorrect Address Format.

We will attempt to correct any information you notify, but please be aware that once you check out, you order is placed on a shipment process to ensure it gets delivered in a timely manner and there is a chance that we cannot make the changes before it has departed shipping facility.